REACTION/FEEDBACK: S.U.P.E.R.

Consumers Forum
July 13, 2016
Trade Hall, SM City, General Santos City
10:30 am-12:00 noon

S.U.P.E.R. stands for Sustained, Upbeat, Protected, Empowered and

Responsible Consumers. The forum was conducted by the Consumer Protection and
Advocacy Bureau (CPAB) under the umbrella of Department of Trade and Industry
Region XII.
The half-day symposium focused on the understanding of types of consumers,
their rights and responsibilities, be informed of the Consumer Act of the Philippines and
other relevant Fair Trade Laws (FTLs) and be enhanced on skills in complaints
handling.
Sales companies like ours need to understand the type of consumers it is
targeting with its goods because it is essential to be confident a market exists for the
products they intend to introduce into the market. Understanding types of consumers is
important because it enables the company to appropriately present the product to the
potential purchaser, hence increasing sales and profitability.
Pursuant to Article 2 of Republic Act known as Consumer Act of the Philippines:
It is the policy of the State to protect the interests of the consumer, promote his
general welfare and to establish standards of conduct for business and industry.
Towards this end, the State shall implement measures to achieve the following
objectives:
a) protection against hazards to health and safety;
b) protection against deceptive, unfair and unconscionable sales acts and
practices;
c) provision of information and education to facilitate sound choice and the
proper exercise of rights by the consumer;
d) provision of adequate rights and means of redress; and
e) involvement of consumer representatives in the formulation of social
and economic policies.

It is our mandate to protect our consumers. With due respect to their needs, I
always look at the manner of service we give while increasing sales.

In todays Internet-driven world, customers have more power than ever. A

satisfied customer may share their good experience with three friends, whereas an
angry customer has the potential to tell 3,000 friends in social networks and
communities. And for each customer that complains, there are anywhere from tens to

thousands of people that dont complain And they simply stop doing business with us.
Research has shown that customers with issues that are resolved quickly can often
turn into loyal customers and even brand advocates. Simply put, a customer complaint
can become very profitable when we can resolve their problem.

Client feedback is essential to all companies; not only because we can gather
valuable customer insight, but because it allows us to identify product or service
failures.
All in all, complaints management truly is an essential component of customer
service and business success. Not only is it the means to gather valuable customer
insight, it also helps our company progress to improvements that lead to reduced costs,
increased profitability and increased customer satisfaction .

For the company,

NOVIE C. CABUGUASON
Branch Manager
Koronadal City